NONCONVENTIONAL MANAGEMENT PROCESSES CORRELATED WITH TOTAL QUALITY MANAGEMENT IN A ROAD FREIGHT TRANSPORT ORGANIZATION

It is a well established fact that the road freight transport market is a highly competitive one, with little to no differentiation in terms of service specifications. Therefore, to maintain their market share, organisations must focus on strategies that can enhance their performance while also lowering their costs, in order to assure retention of existing customers and to attract new clients. Various studies highligh the fact that total quality management presents itself a proper method to attain these objectives. However, it is traditionally used for manufacturing and production. This paper takes an unconventional approach and applies the principles of total quality management in a road freight transport organisation. In its contents, the paper presents the adaptation and implementation of such a strategy, while highlighting possible advantages and disadvantages of this management strategy. What is more, this paper will take into account the unconventional particularities of road freight transport and ensure they are properly integrated in the model.